No record is created in interaction related record table when interaction is created via email

SK41
Giga Guru

‎08-23-2022 05:15 AM

Hi,

I have a requirement where i have to create interaction if user emails to servicenow and it is getting created perfectly. Also, there is one related link "Create Incident" on interaction created.If user clicks on that then the                               incident form opens and that interaction is closed. I have to show the   related interaction in related list in  that incident.But, there is   no record of the incident in the interaction related record table  from where it fetches the related records.

The incidents created from agent workspace interactions are there in the interation related record table and for those incidents related interactions are visible in related lists of incidents. BUT FOR INTERACTIONS CREATED VIA EMAIL, THERE IS NO RECORD IN INTERACTION RELATED RECORD TABLE.

KIndly, help me in this regard!   

Thanks!

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Kristy Merriam
Administrator
Administrator

‎08-23-2022 06:02 AM

To make sure I understand, are you trying to relate the email record to the interaction record you are creating based on that email?

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SK41
Giga Guru
In response to Kristy Merriam

‎08-23-2022 10:02 PM

If user emails to servicenow, i am creating a interaction record via that. But, issue is that interations created from email do not show in interaction related record whereas interations created from chat are there in interaction related record table. 

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